I contacted them as well, but they didn't like my "aggressive mail" or "hostility".

i just noticed that too
so they went from "no, we wont provide the drm-free landmark edition as an upgrade to your old drm-free dear esther version you could have purchased before" to "ok, you NEVER purchased dear esther, it doesnt exist drm free here, you only dreamed of it and hallucinated, see there is no such thing as dear esther on your library"

sorry but selling something (a user licence to a digital product under a specific format/plagform, say computer + drmfree) then REMOVING it is just THEFT
they got paid for it by the user and they revoke the user licence unilateraly
oooh i suppose they got legal coverage for this of course as always

imagine a bookshop that would sell you game, then weeks later, break into your house on broad daylight to just grab books back from your shelves ?

Again: meanwhile it came out that it was just a misúnderstanding which has already been fixed.
My mail also was quite aggressive and they told me that I should calm down and that they did not deserve this. Still they answered my mail quite detailed and they were also reasonable. Nobody wants to get angry mails - I guess this is normal.

Here is the copy of the mai: i sent to chinese room support from their website form. i want to genuinely believe it was neither aggressive nor hostile, considering what they did was just unilateral revoking of 2 user licenses, without any illegal/tos breaking action from my side. Which is theft for me (even if they sure have legal coverage for it)

Greetings

The recent release of the new upgraded "landmark edition" of your game Dear Esther reminded me i purchased this game a few years ago and yet didnt took the opportunity to play and enjoy it.

So i go to my humble.com user library to download my DRM-free version of the game. While i didnt expect to find the newest upgraded/ehanced landmark edition as i can understand it would be considered as a separate product... i didnt expect to "not see" the game at all in my library ! It was removed.

I of course have no doubt that the TOS include your unilateral revoking of user license you may had sold, it's still a little matter of principle and rather rude (i save you the bookshop/home shelves analogy)

You can argue i also had steam key in my humble purchase. I redeemed it but the computer i assigned to steam client can't run this game correctly (low specs machine) plus it is my right to use the product i paid for in the way i prefer (as "DRM free" version)
I in fact purchased it twice (weekly bundle indiecade in february 2014 and humble indie bundle 8 in may 2013)

So, do you have any plan on helping with this issue and provide a solution to it ? or should i consider both my purchases of classic "non landmark edition" of Dear Esther to be voided without any illegal or tos breaking behavior frorm my side ?

Keep me informed about this matter, thank you.

Regards

(my real name)

No, this is neither aggressive nor hostile. At least my mail was much more aggressive.But the moment I wrote it I was angry as hell.

dont mistake him, i currently am angry as hell too

The mother of all walking simulators has arrived.

But why are you still angry? Since they already fixed the humble problem and added Dear Esther back to the accounts?

1) because by the time i was writing to their support and also here in this thread, the issue wasn't fixed for me at all... despite that someone few messages above did say it was fixed now. (at least the sounttracks didnt vanish for me)

2) because i strongly suspect it wasnt accidental and they tried to pull off this dirty trick to check if anyone would notice or bother... and when it backlashed to them strong enough with consumers angry enough claiming any "moral" rights (as they sure had the legal coverage to do it anyway) instead of people just giving up against seemingly higher odds

and i suspect some other publisers/developpers who keep complaining maitaining DRM-free alternate support is sooooo hard (well, which is kinda BS for me, because you remove one software element that can cause more bugs - drm integration - and are supposed to keep the clean source on your side anyway) will try to pull same string

"Eternal vigilance is the price of liberty"

Fun facts incoming
here is the reply i got from the game devs/publishers 3 days after asking for support there, on february the 27th
(also, let know the issue was solved by itself the day just before that on my humble library)
[UTF-8?]
There was an error in the store – to our understanding it was resolved during Friday so if you can confirm you now have access that’d be great.
[UTF-8?]
Obviously, we’d never delete an item already owned by a customer (actually, we can’t, it would have to be Humble) – that would be a terrible thing for all of us!
[UTF-8?]
If you’ve redeemed the Steam code, check your Steam library as you should have access to the Landmark Edition as a Steam owner – we’re hoping that although many of us prefer [UTF-8?] DRM we couldn’t administer a gift through all stores this did at least mean DRM-free users had a way of accessing it.

If you can let us know if your copy is available again that would be really helpful

Thanks
---
sorry for the UTF encoding, it's an old webmail i'm using

and now for some fun, the answer from humble support (contacted them same time as dear esther's devs/publisher, on february 24th... answer pasted below is from march the 3rd:

Hey ,

It appears that all of our support ninjas are still busy fighting bad guys. We are working as hard as we can to get to your request. Hang tight and you should receive a reply soon.

Feel free to reply to this ticket if you have any updated information about your request. If you have managed to resolve your issue, please reply to this message with '#resolve'.

Thanks!


which is their generic message for "we are busy and/or dont give a shit and/or are completely clueless about all that please leave us alone, give up and STFU"
needless to say, if i were involved in a fight/war, i'd rather NOT have such clumsy and useless ninjas on my own side

"voilà" as they say, wanted to keep you informed of the followup... hope you could have a laugh too.
and remember: GOG support is way way higher level in comparison, without even a doubt

Thank you for the update.